- A not to be missed event
Highlights
- Rich Content
- Top-Notch International Speakers
- Real Case References
- Showcase of Latest Solutions
- Business Networking Opportunities
- Snippets from the Global CX Benchmarking Report 2020
Through …
- 1 stream, 1 experience
- 2 panel discussions
- 5-star facilities
- 10 table topics
- 15 CX – Making Connections Showcase (mini-EXPO)
- 16 speaker presentations
Additional Information:
Dress Code : Business Casual
Transportation : Train (Asia Jaya Station)
Grab is easily accessible
Parking at RM10/- flat rate in hotel
AM SESSION
7.30am – Registration opens with welcome breakfast & refreshments
Session starts at 8.45am
- Opening Remarks by Organizing Chairperson of CX Summit 2019
- Welcome Remarks by President, CCAM
- Keynote Address by The Honorable Minister of Communications and Multimedia
- Reimaging Customer Experience in the era of Artificial Intelligence
- When customer experience meets intelligent Enterprise
- Using augmented intelligence to better your CX strategies
COFFEE BREAK
- Lead with the Yin, Manage with the Yang
- Transforming customer experience through RPA
- Conversational Insights powered by AI
PM SESSION
- Applying CX Strategies in E-Commerce
- The future of CX is XM – Experience Management
- “Scaling the Blue Skies – A MH story”
TEA BREAK
- Inside Amazon’s Culture of Innovation and Customer Obsession
- [panel] Decrypting the parts of EX that elevate CX”
- The Best Way To Predict The Future Is To Create It
AM SESSION
7.30am – Welcome breakfast & refreshments
Session starts at 8.45am
- Recap of Day 1
- Great Customer Experiences don’t happen by accident
- Elevating the CX with Service Journey Thinking
- New Value of Retail – The most amazing, insightful and honest sharing
COFFEE BREAK
- [panel] Engaging CX into new frontiers
- How can we ensure that we harness the diverse skills of our workforce to create impactful and innovative customer experiences?
- Upset or Uplift CX? It is up to Your New Brand Currency, Voice
PM SESSION
- Meetings of Minds (MOM) – A mind blowing best practice sharing via 10-table topics
- Discovery of What’s Working, What’s Not and What’s Next via World Café mode
- Sharing of Best Practices via Table Moderator presentation
Table Topics
1. Chat + AI strategy: Customer Success Stories
2. Using data to engage customers
3. How to deliver improved Customer Experience in the Gig economy
4. CX Metrics that matter – how do we measure our success?
5. CX Investments that work – making the business justification real
6. Digitalization and automation – what’s next for your company?
7. Can your customers really transition seamlessly from online to offline interactions…and back again?
8. Social media, still a threat to be mitigated or a valuable channel for delivering a better customer experience?
9. Hyper-personalization do we have the data, the tools and the skills to make it a reality
10. Design thinking – a reality that wins the day or just another fad?
TABLE TOPICS :
- Chat + AI strategy: Customer Success Stories
- Using data to engage customers
- How to deliver improved Customer Experience in the Gig economy
- CX Metrics that matter – how do we measure our success?
- CX Investments that work – making the business justification real
- Digitalization and automation – what’s next for your company?
- Can your customers really transition seamlessly from online to offline interactions…and back again?
- Social media, still a threat to be mitigated or a valuable channel for delivering a better customer experience?
- Hyper-personalization do we have the data, the tools and the skills to make it a reality
- Design thinking – a reality that wins the day or just another fad?
* Snippets from the Global CX Benchmarking Report 2020 *
***WIN The Coolest Gadgets of Y2019***
